Vendor Operations Manager

Posting End Date:  

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

 

At Entergy, we’ve been planning for the future for more than 100 years. We’ve experienced a lot of change, generating power first from sawdust to now splitting atoms, harnessing sunlight and using abundant, clean and efficient natural gas.

 

We are on the verge of a monumental technology convergence, where reality swiftly catches up to possibility. The utility of the future does much more than keep the lights on and the gas flowing. It’s knowledgeable and skillful workforce will solve challenges and fuel a brighter, smarter, more prosperous future for everyone.

 

Having the lowest retail electricity rates of any utility in the United States drives economic growth within Entergy’s region, a key ingredient to sustained growth for any utility. We also believe a diverse workforce committed to personal and professional growth is critical to our success. We place a high priority on developing talent to meet current and future needs, giving employees opportunities to grow their careers their way.

 

 

JOB SUMMARY/PURPOSE: 

An Entergy leaders providing management, oversight, and leadership of a ~20 person outsourced Command Center (“ECC”) operation providing workforce management, scheduling, reporting, and IT management across Entergy’s blended captive/vended contact center portfolio.

 

This position has extensive accountability for critical functions of Entergy’s contact center operations, but only indirect control of the contracted resources performing the work. Therefore, beyond simply managing the workload of the ECC, a successful incumbent will exhibit domain expertise in the functions performed by the vendor operation, maintain awareness of the contents of ECC work product, routinely validate reports and forecasts before dissemination, and serve as auditor, evaluator, coach, and mentor to vendor personnel. In addition to extensive real-world leadership experience in the contact center arena, the ideal candidate will possess a highly organized, methodical approach to the myriad routine deliverables of the relevant ECC towers; a curious, questioning attitude toward the underlying causes and conditions that drive both expected and realized outcomes; and the mental flexibility to quickly assimilate data and make informed recommendations in crisis situations.

 

As a vendor manager, the position has critical oversight responsibilities and will ensure that the cost and performance of the vendor operation site is optimized, minimize Company exposure to financial and external risk through sound policies and business decisions, maintain compliance with required security and audit guidelines governing offshore operations, and uphold the highest ethical standards and ensure compliance with procedures, regulations and laws.

 

JOB DUTIES/RESPONSIBILITIES: 

• Vendor Partner Operations – Entergy Command Center
  • As primary Entergy representative, leads and manages vendor performance in alignment with Entergy Service Delivery strategy, operating model, and overall objectives.
  • Promotes Entergy’s relationship with assigned command center vendor(s), leading to achievement of desired results and outcomes consistent with Entergy standards.
  • Achieves and maintains expert-level capability in aspects of contact center operations, culture, and management philosophies related to capacity planning, workforce management, forecasting, scheduling, reporting, and performance management.
  • Achieves and maintains expert-level understanding of contact center and industry KPIs, service metrics, and systems used to generate and track these figures including the equations and methods used to derive correct results.
  • Achieves and maintains expert-level capability in the call management platforms employed by Entergy including Cisco UCCE, Cisco CVP, Verint workforce management and QA, and AT&T intelligent routing features.
  • Represents Entergy stakeholder interests with vendor command center leadership.
  • Represents Entergy in a command & control capability during major events.
• Program Compliance – Entergy Command Center
  • Implements inspection programs that promote efforts to minimize costs, align with budgets, and ensure quality standards are achieved.
  • Estimates the scale of effort and cost required to implement and execute transformation initiatives, special projects, and programs; participates in establishment of new initiatives, working with vendor and Entergy personnel to achieve optimized outcomes; leads transformation initiatives across multiple vendors, sites, and/or business areas when necessary.
  • Achieves and maintains high familiarity with relevant vendor contracts
  • Respon